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GAQM ISO2018LA Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Auditing Principles & ISO 19011 Guidelines	20%	- Roles and responsibilities of lead auditor and audit team - Audit principles, independence, evidence-based approach - Audit program management
Topic 2: Fundamentals of ISO/IEC 20000-1:2018	20%	- Concepts and scope of service management systems (SMS) - Structure and key terms of ISO/IEC 20000-1:2018 - Relationship with other standards (ISO 19011, ISO 9001, ITIL)
Topic 3: Conducting the ISO/IEC 20000 Audit	25%	- Audit planning and preparation - Identifying nonconformities and observations - Audit reporting and conclusion - On-site audit activities, evidence gathering - Follow-up on corrective actions
Topic 4: SMS Requirements	35%	- Support: resources, competence, documentation - Leadership and commitment - Context of the organization - Operation and service delivery processes - Continual improvement - Performance evaluation: monitoring, internal audit, management review - Planning and risk management